Mastering Patient Complaints

• 'I understand how you feel. Let me listen to your concerns and see if we can resolve the issue together.' (correct)
• 'I'm not the right person to talk to. You should speak to the ward manager.'
• 'I'm sure the nurses are doing their best. There's no need to make a complaint.'
• 'I'm sorry you feel that way. But making a complaint won't change anything.'

• Dismiss their concerns and advise them not to complain.
• Tell them that you are too busy to talk and ask them to come back later.
• Tell them that their relative is receiving the best care possible.
• Listen to their concerns attentively and offer to help resolve the issue. (correct)

• Agree with them and encourage them to make the complaint.
• Ignore their request and hope that they change their mind.
• Tell them that it is not necessary and try to persuade them to change their mind.
• Explain the complaints procedure and offer to assist them in making the complaint. (correct)